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Senior Service Delivery Officer

2 months ago

Perth, Western Australia Department Of Veterans' Affairs Full time

Job Summary:

The Department of Veterans' Affairs is seeking a highly skilled and experienced Senior Service Delivery Officer to join our Veterans' Access Network team. As a Senior Service Delivery Officer, you will play a critical role in ensuring that our clients receive high-quality and professional services.

Key Responsibilities:

  • Manage a team of Client Contact Officers in a call centre environment
  • Ensure team members are adequately trained, supervised, and receive ongoing performance development and feedback
  • Develop and deliver onboarding and training materials, ensuring they are nationally consistent
  • Act as a first point of contact for escalated issues, including complex or sensitive calls and technical/system issues
  • Identify patterns in technical issues and gaps in knowledge and seek to address these
  • Develop task cards and consult directly with external stakeholders on complex requests
  • Apply significant technical and corporate knowledge and build the capability of more junior staff through feedback, coaching, and on-the-job training

Requirements:

  • APS 5 level of service delivery experience
  • Proven ability to manage a team and develop training materials
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced call centre environment
  • Strong technical and corporate knowledge

About Us:

The Department of Veterans' Affairs is committed to providing high-quality services to the veteran community. We are a dynamic and inclusive workplace that values diversity and promotes a culture of respect and inclusivity.